JOB SCOPE

In this role, the candidate will perform both Level 1 and Level 2 support:

Level 1

• Serve as the primary point of contact for all customer inquiries and technical support requests via phone, email, remote assessment tools, or on-site support.
• Instil confidence in customers by assuring them that the problem can be resolved, or a workaround solution can be adopted.
• Use incident management best practices to accurately diagnose, troubleshoot,perform fixes where necessary and escalate issues to appropriate teams or vendors.
• Proactively monitor service desk queues and ticket statuses to ensure timely response and resolution of customer issues within defined service level agreements (SLAs).
• Provide timely status updates on incidents reported by customers to internal teams and customers, ensuring minimal disruption to the operations.
• Collaborate with internal teams, regional team, and external vendors as a team to achieve timely resolution of incidents reported.
• Document all customer interactions and resolutions in the ticketing system, maintaining detailed and accurate records to ensure transparency and accountability.
• Provide regular issue list reports to customers.
• Continuously update knowledge base articles and support documentation to improve the efficiency of the M&S team.
• Serve as Account Admin and / or System Admin for selected customers.
• Adhere to corporate policies, procedures, and security protocols while managing customer data and sensitive information.

Level 2

• Instil confidence in customers by assuring them that the problem can be resolved, or a workaround solution can be adopted.
• Use incident management best practices to accurately diagnose, troubleshoot, identify bugs in custom codes, perform code fixes where necessary, and escalate issues to appropriate teams or vendors.
• Identify recurring issues or trends and work with the team to implement permanent solutions or improve processes.
• Provide timely status updates on incidents reported by customers to internal teams and customers, ensuring minimal disruption to the operations.
• Collaborate with internal teams, regional team, and external vendors as a team to achieve timely resolution of incidents reported.
• Continuously update knowledge base articles and support documentation to improve the efficiency of the M&S team.
• Adhere to corporate policies, procedures, and security protocols while managing customer data and sensitive information.

REQUIREMENTS:

• Degree Holder in Computer Science or Computer Engineering
• 1- 2 years experience in developing web application in the Microsoft .net framework using ASP.Net Core, MVC, C#, Node.js and SQL database.
• Sound understanding of modern web technologies on Microsoft platforms, cloud computing, WCM and ECM.
• Customer-focused mindset with a passion for delivering exceptional service and support.

If you are keen to know more about this role, please email Mary at marymarquez@rmagroup.com.sg and send your resume in MS Word format. Note that only shortlisted candidates will be contacted.

Mary Marquez (EA Regn No: R1326974)

RMA Consultants Pte Ltd (EA Licence No: 93C4403)